Workflow

Note:

All the information in the Workflow menu option is pre-populated via your installer for Amazon and Cisco integrations. For Five9 and Finesse integrations, this section is not displayed – all information is preconfigured via the installer. Use this section only if you have any customization information to be added.

Event names for the same event normally differ across platforms. For example, one platform may name an event as Ringing; another may name the same event as Alerting. To overcome such differences and process similar cross-platform events uniformly, Workspace uses the Workflow functionality.

This section helps you configure a Workflow.  Select Workflow from the left navigation menu.

1. The Workflow items already configured are displayed as tiles.

2. To add a new Workflow, click the +Add button.

3. In the Workflow tab, complete the following fields:

   1. Name - Type a name for the workflow.

      1. Select the Import from File checkbox if you want to import a workflow.

      2. Click the Import button and select a from the file browser pop-up.

      3. Description - Type a description for the workflow.  

      4. Channel Name - From the dropdown list, select the channel that your Workspace instance is integrated with.

   2. Click Save & Close to exit or Save & Next to navigate to the Event Mapping tab.  

4. The Event Mapping tab lists all the scenarios that you have already configured to map the platform events to the Workspace-created common events. To add a new scenario, click the +Add Scenario button.

5. In the Scenario configuration (each scenario is serially numbered), complete the following information in the Source channel event section:

   1. Select a Channel Object from the dropdown list. The objects you have configured for this integration are displayed for selection.

   2. Select a Channel Call Type from the dropdown list. The call types you have configured for this integration are displayed for selection.

   3. Select a Channel Event from the dropdown list. The channel events you have configured for this integration are displayed for selection.

   4. Move to the Convert to this section.

   5. Select the equivalent common platform-neutral value for Channel Object that you have on the Workspace application.  

   6. Select the equivalent common platform-neutral value for Channel Call Type that you have on the Workspace application.

   7. Select the equivalent common platform-neutral value for Channel Event that you have on the Workspace application.

   8. To add more scenarios, click the +Add Scenario button.

   9. When complete, click the Save & Close button.

   10. To navigate to the Workflow tab, click the Previous button. This does not save unsaved information.

6. To remove any scenario in full or one of Source channel event or Convert to this sections, click the appropriate Delete icon.

Managing Workflows

When you open the Layout page, each configured layout is displayed as a tile. You can perform one of the following actions:

• View and edit a Workflow

• Remove a Workflow

• Copy a Workflow

• Export a Workflow

View and Edit a Workflow

1. Click the Edit icon to view and edit the configured Workflow tab.

2. Update any changes to this tab. Click Save & Close if done or Save & Next to edit the Event Mapping tab.

3. Update changes to the Event Mapping tab.

4. Click Save & Close to complete.

Delete a Workflow

1. Click the Delete icon to delete a Workflow.  

2. A confirmation dialog pops up with the following information:

   Are you sure you want to delete this Rule?

   All information associated to this Rule will be permanently deleted. This operation cannot be undone.

3. Click OK to confirm deletion.

Copy a Workflow

1. Click the Copy icon to copy a Workflow.  

2. In the Copy Workflow pop up, complete the following:

   1. Name - Type a name for the new Workflow that you want to copy this into.

   2. Description - Type a description for the Workflow.

   3. Click Duplicate to complete the copy process. The duplicated Workflow is displayed in a new tile.

   4. Click Cancel to abort the copy process.

Export a Workflow

Use the export option to export the workflow to a decrypted file and save it at a different location as a backup. If required, you can import this workflow to another Workspace instance.

1. Click the Export icon to export a Workflow to a text file.

2. The application exports the Workflow, encrypted, to a text file.

You have now completed the following tasks under Acqueon Campaigns configuration:

• Configured Channels

• Completed LCM Key Mapping

• Mapped Fields

• Configured Workflows

Navigate next to the Acqueon Campaigns Configuration section.